We are a service that operates 24/7. The agent that is assigned to your ticket when the support begins will remain your agent until the issue has been resolved.
We do not pass issues on to another agent when your assigned agent is not currently available. The reason for this is that multiple agents working on the same issue without communication can make possibly make your WordPress issue worse.
Your assigned agent will respond to your reply as soon as they are online. Please hang tight. ONLY if your site is down, you can email our office at email@example.com and we can look into immediate support.